Technical Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee technical support and training initiatives that facilitate the sales of the company's products and services.

• Suggest enhancements to product design based on customer feedback to the design team.

• Enhance customer relationships and foster trust, collaboration, and long-term engagement.

• Collaborate with sales teams and customers to eliminate technical and engineering obstacles impacting sales, installation, or product use.

• Propose modifications to products or services aimed at lowering costs and broadening sales opportunities.

• Train the sales team on technical capabilities and product knowledge.

• Assess products against customer needs and ensure proposed solutions align with operational requirements.

• Provide technical insight during complex sales processes and assist in customer decision-making.

• Mentor, inspire, and distribute tasks to develop a high-performing technical support team.

• Identify departmental challenges and implement Six Sigma methodologies to enhance efficiency, reliability, durability, and reduce customer operational costs.

• Deliver technical training on the safe operation of industrial engines, emissions technologies, warning systems, and daily operator checks.

• Monitor the completion of Cummins factory campaigns for HHP mining engines under the Cummins/Komatsu agreement.

• Work in partnership with sales, engineering, service, channel partners, and other departments.

• Report directly to the Director of Mining Sales.

⛳️ Requirements

• Must be located in Calgary, Edmonton, or Grande Prairie, Alberta.

• More than 10 years of combined experience in customer-facing HD/engine field technician and service management roles.

• In-depth knowledge of Canadian mining, oil and gas, and industrial engine applications.

• Expertise in technical products.

• Proficient in Microsoft software, BMS, Cummins Insite, and other electronic software/tools.

• Comprehensive understanding of company operations and CSSNA values.

• Relevant field experience.

• Strong interpersonal abilities and capacity to manage customer pressure while maintaining fairness and firmness.

• Capability to collaborate across various functions, teams, and business segments.

• Up-to-date knowledge of internal combustion engines and emerging industrial technologies.

• Familiarity with safe industrial engine operation, emissions technologies, warning systems, and daily operator checks.

• Ability to track Cummins factory campaigns for HHP mining engines.

• A college, university, or equivalent degree in engineering or a related field is required.

• Significant relevant work experience and customer-facing experience are mandatory.

• Licensing may be necessary for export-control or sanctions compliance.

• A criminal background check is required.

• Willingness to travel 40% or more.

• Knowledge/experience in mining maintenance is considered an asset.

• Knowledge/experience in operations is also considered an asset.

🏝️ Benefits

• Company Pension Plan.

• Medical/Dental/Life Insurance.

• Comprehensive personal and professional benefits.

• No relocation assistance provided.